Service Quality in Industrial Suppliers: A State-of-the-Art Review

Ensuring the quality of raw material supply services constitutes a foundational aspect for any company aiming to cultivate a positive consumer perception of its end products, thereby establishing a distinct identity within the industry. To gauge consumer perception of these services, various models have been identified through research efforts, primarily emanating from countries such as Greece and India. One model that stands out prominently in this context is the SERVQUAL model. Consequently, the central objective of this research endeavor was to conduct a systematic literature review with the aim of identifying and scrutinizing studies that have employed the SERVQUAL model for assessing the quality of industrial supply services. This examination is intended to facilitate the development of strategies conducive to the growth and advancement of the respective companies. The study period spanned from 2012 to 2022, and the investigation used the PSALSAR framework methodology. Notably significant within the methodological framework is the collection of information from studies and authors centered on the SERVQUAL model, as well as the geographical regions where it has been applied. This data was extracted from reputable academic databases such as Google Scholar, ScienceDirect, and Redalyc.